Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Hi, I’m
Kortney Jensen
Plains,PA
Summary
Overview
10
years of professional experience
Work History
Chewy
Pharmacy Technician
04.2022 - Current
Job overview
- Assist pharmacists in practice of pharmacy, in accordance with state, federal, and company policy
- Interact with customers via inbound calls, outbound calls, emails, and other communication platforms
- Make and receive outbound and inbound calls to veterinary offices to resolve customer discrepancies
- Enter pet and drug information into pharmacy system, ensuring information is entered correctly and efficiently
- Adhere to Company policies and procedures in relation to pharmacy errors and Quality Improvement
- Report prescription errors to leadership and/or pharmacist on duty
- Comply with all company policies and procedures
- Complete special assignments and other tasks as assigned.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Coordinated verification and filling of more than 75 daily prescriptions in high-volume call center pharmacy environment
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy
Insight Global, LLC
COVID-19 Contact Tracer
08.2020 - 04.2022
Job overview
- Performed record keeping by logging client information within secure contact-tracing software.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Collaborated with local organizations to expand health services and resources.
- Proven ability to learn quickly and adapt to new situations.
Ubiquity
Medicare Customer Service Representative
07.2019 - 08.2020
Job overview
- Explains the plan’s procedures, protocols, benefits, services, and any other necessary information to the members who telephone or visit the Member Services Department
- Ensures timely and adequate follow up to ensure member is satisfied with the outcome and resolution of open or pending items until completely resolved
- Facilitate member requests for changes with network provider changes, transportation requests, appointment scheduling, or any other member request for assistance as appropriate
- Documents every incoming call during the course of the call with pertinent details (i.e., caller name, contact info, reason for call, action taken, resolution, etc.,) to ensure quality
- Knowledge of Medi-Cal, Commercial, and Medicare Managed Care Plans.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
Marshall Retail Group
Supervisor
06.2013 - 01.2018
Job overview
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly
- Returned change and currency and processed debit and credit card payments with 95% accuracy rate
- Assigned jobs to individual employees by considering factors such as previous training, current abilities and general knowledge
- Trained team members in successful strategies to meet operational and sales targets
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Education
Luzerne County Community CollegeNanticoke, PA
Associate of Applied Science from Web And Mobile Development Technology
2024
University Overview
Wyoming Valley West Shs
High school diploma
06.2013
University Overview
Skills
- Recordkeeping Strengths
- Reading Comprehension
- POS Systems Expertise
- Policy and Procedure Adherence
- Product Organization
- Call Center Operations
- Multi-Line Telephone Operation
- Order and Refund Processing
- Dosage Calculation
- Loyalty Program Promotion
- Issue Resolution
- Outgoing Phone Calls
- Call Documentation Skills
Timeline
Pharmacy Technician
Chewy
04.2022 - Current
COVID-19 Contact Tracer
Insight Global, LLC
08.2020 - 04.2022
Medicare Customer Service Representative
Ubiquity
07.2019 - 08.2020
Supervisor
Marshall Retail Group
06.2013 - 01.2018
Luzerne County Community College
Associate of Applied Science from Web And Mobile Development Technology
Wyoming Valley West Shs
High school diploma
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